Butler/ Nhân viên Butler

• The Role

To provide luxury butler services throughout the guest stay. Ensuring the guest experiences a professional and personal butler service from pre-arrival to after departing from the resort. All preferences and requests are attended to in a courteous and efficient manner as per hotel standards.

Key Deliverables and Responsibilities

• Planning and Organising:

1. Responsible for assigned floors, anticipating guest preference and needs throughout the guest stay.

2. Ensure all data and preferences of the guest is retrieved prior to arrival, when required contact guest’s assistant or other to collect further information.

3. Ensure the room is prepared and ready as per guest preference prior to arrival.

4. Greet the guest at the lobby, extending a warm and personalized welcome and escort the guest directly to the suite.

5. Carry out in room check in.

6. Attend to guest luggage and belongings as per guest preference in un packing storage and other.

7. Handle and prepare guest dry cleaning or laundry as per guest requests.

8. Ensure all guest preferences and requests are noted and communicated to the rest of the butler team ensuring all butlers are able to carry out personalized service to the guest throughout the stay.

9. Anticipate guest needs throughout the day.

10. Prepare guest agenda or schedule including reservations, activities and other and communicate to other departments accordingly.

11. Communicate any special needs, food requests or disabilities to the respective departments.

12. Attend daily briefing carried out by the Front Office Manager/Rooms Division Manager/Front Office Manager.

13. Communicate and follow up on all guest requests in and out of the resort in an efficient and timely manner.

14. Attend to duty on time in the correct uniform well groomed.

15. Carry out proper hand over to other shifts handling the guest ensuring the guest preferences are followed through at all times.

16. Ensure all required tools are prepared and ready at the beginning of each shift.

17. Ensure all F&B and amenity preferences are served and refreshed daily.

18. Attend trainings when requested.

19. Follow up daily on guest restaurant preferences and communicate any changes to the F&B department.

20. Attend to all departure services required, transportation schedule, flight confirmation, next destination assistance.

21. Attend to guest belongings and luggage as per guest preferred packing instructions.

22. Ensure guest preferred newspapers and magazines are prepared timely on a daily basis.

23. Have full knowledge of all resort services, hours, and locations around the hotel.

24. Have full knowledge of all concierge services available in the local area, including distances, times, and locations.

25. Have thorough knowledge of the resort PMS system being able to carry out in room check in and check out of guests.

• Operations:

1. Opens the main door of the hotel and ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.

2. Ensure the prompt and efficient handling off all guest luggage on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.

3. Assure that every luggage is covered with a baggage claim tag.

4. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.

5. Handle issuance of guest room key cards and ensure effective control for guest security.

6. Be aware of the hotel accident Prevention Policies.

7. Responsible for the efficient, clean, safe and hygienic maintenance of the Concierge Desk area.

8. Check Hotel situation, occupancy, functions, groups, VIPs.

9. Provide friendly sand courteous Butler service to guest and respond promptly to all requests and inquiries at all time.

10. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.

11. Co-ordination and information with the Concierge, Front Office and other departments.

12. To effectively handle all guest requests.

13. He/she is familiar with all related company documentation and especially with the relevant Operational Standards

14. Manual for his/her field of responsibility.